Location: Fully Remote Philippines - Shifting Schedule

Are you a seasoned support professional with a passion for leadership and operational excellence? We are looking for a Support Shift Lead to guide our frontline agents, optimize our daily operations, and help shape the future of our customer experience.

In this role, you won’t just manage a queue, you will mentor a team, bridge the gap between departments, and act as a strategic partner in our growth.

Key Focus Areas

Team Leadership
▫️ Coach and mentor agents to hit performance and development goals
▫️ Conduct regular reviews and provide actionable feedback to staff
▫️ Foster a positive, high-energy, and accountable team culture

Operational Oversight
▫️ Monitor real-time metrics like response times, QA scores, and CSAT
▫️ Manage shift schedules and staffing levels to ensure full coverage
▫️ Resolve high-level customer escalations and complex technical issues

Process & Strategy
▫️ Identify workflow bottlenecks and update Standard Operating Procedures (SOPs)
▫️ Collaborate with Fraud, VIP, and HR departments on cross-functional tasks
▫️ Lead special projects to implement new tools or improve team efficiency

Communication & Reporting
▫️ Provide detailed shift reports and performance updates to management
▫️ Translate complex policy changes into clear instructions for the team
▫️ Act as the primary point of contact for leadership during assigned shifts

Requirements

• Previous leadership experience, preferably as a Shift Leader or similar role.

• Proven experience in a customer-facing role (e.g., customer support, technical support)

• Excellent written and verbal communication skills with a professional and empathetic tone.

• Strong analytical abilities and a commitment to a "first-time resolution" mindset.

• High attention to detail and accuracy, especially in documenting interactions.

• The ability to handle sensitive information with complete confidentiality.

• Comfortable working in a performance-driven environment, using workforce analytics software (e.g., Hubstaff) to track productivity.

• Highly Preferred: Knowledge of or experience with online casino/gaming platforms. Independent contractor experience with remote work experience and work setup.

🤝Why Join Us?

• You’ll make a real impact here, working in a fast-paced environment where your daily contributions directly shape the customer experience and the success of our product.

• Forget the commute for good. This is a fully remote position that allows you to work from the comfort of your own home using your own device.

• We believe in objective growth. You’ll work within a structured, performance-led framework where your hard work is recognized through clear, measurable metrics.